DE033359-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 268,000 - 402,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for a night shift, on-site role at Quezon Cyberpark Tower 3 in Quezon City. You will manage inbound calls, emails, and faxes for Life Insurance and Disability Insurance lines, delivering accurate information and following client workflows.

The ideal candidate has at least 1 year of BPO experience, with 6 months in a contact center. Insurance/claims exposure is a plus, and the role is a Return to Office setup in Quezon City.

Qualifications

• Minimum 1 year of BPO experience, with at least 6 months in a contact center.

Responsibilities

• Manages incoming telephone calls, emails, and/or faxes for Life Insurance and Disability Insurance lines (Enrollment Support, Web Support, Underwriting Inquiries, Billing, Account Maintenance, etc.).
• Responds to customer inquiries with timely and accurate information.
• Follows documented client processes to improve customer service and efficiency.
• Uses resources to address customer inquiries and understands contract/regulatory requirements.
• Reports known or suspected data disclosures or fraud on discovery to supervisors.

Skills

BPO experience

Contact Center experience

Job description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Customer Service Associate

Work Setup: Return to Office

Responsibilities

• Manages incoming telephone calls, emails, and/or faxes for the following lines of business (LOB):
• Life Insurance (LI) – services include Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support
• Disability Insurance (DI) – services include Web Support, Claim Intake (Disability and FML), Absence Reporting (FML), Claim Maintenance (Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), Claim Approval Status;
• Responds to customer inquiries with timely and accurate information;
• Follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency;
• Utilizes resources and tools to accurately respond to customer inquiries;
• Uses available resources to understand contractual and regulatory compliance requirements and reports suspected compliance issues on the day of discovery to a Team Lead, Manager, and/or the Compliance Department; and
• Responsible for reporting known or suspected data disclosures or fraud on the day of discovery to a Team Lead. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Quezon Cyberpark Tower 3

Skills and Qualifications

• At least 1 yr of BPO experience, 6 months of it must be Contact Center experience
• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus)